Manage escalation team to perform as primary interface for both internal and external customers to fully satisfy any escalated and unresolved service issues and concerns. Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met in a timely manner.

Managed complex and highly strategic accounts and act as a primary point of contact for assigned customers. Work closely with sales and appropriate department internally to enforce existing and future projects to help increase revenue, expand products, and services . Provides assistance with on-boarding processes, ensuring that customer experience is met accordingly. Manages the quality, timeliness, and support efforts of the direct support team and stays on track to meet the agreed deadlines to satisfy both the external and internal customers. Assist and advocate on behalf of the customers to deliver a complete a complete resolution of the day to day account service issues.

Managed daily activities of the operational business sales and carrier sales support function. Oversees workflow of all business processing (i.e.initiates and tracks orders to completion). Provide assistance to sales and marketing management to ensure sales growth and meet target goals. Directly or indirectly handled and resolved more complex customer requests, complaints, and escalations. Developed and implemented customized training materials and documents as per customer's platform and services. Performed off site training to partners, customers, and resellers' premise on the use of the portal navigation/management. Executed a variety of the field's concepts, practices, and procedures.Performed a variety of tasks. Leads and directs the works of others.

Managed the day to day activities of customer service and logistics operations such as order processes, tracking & monitoring, inventory and production forecast, shipping and third party delivery arrangement. Direct or point of contact to assist customers to meet their requirements, and to maintain CSR’s goals and vision to meet criteria for ISO certification. Provided sales support to the commercial group handling all inside sales inquiry, quote request, proposal submission, and others.

Managed, expanded, and generated revenue and profit for the High End and Luxury Department (Men's & Women's line) Accessories, and Apparel Department for Eight Duty Free Shop and Diplomatic Shop in all airports in Morocco.

Managed Sales Operations of 55 company owned stores located in different cities in Southeast Asia.(Luxury & High End Men's & Women's Apparel & Accessories )